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DevMike

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Everything posted by DevMike

  1. Today is no different than yesterday unfortunately. We apologize once again for being a little slower than normal. Overnight we received more than 200 tickets, and the phone is still constantly ringing. In order to speed things along, please have as much information available as you can however you decide to contact us. Please include information like order numbers, license numbers, types of equipment, software used, etc depending on your question. If you are calling in with a technical issue, PLEASE have your equipment ready for troubleshooting. We can not effectively help you on the phone if you don't have access to whatever the issue is, and we will ask you to call back when you do. If you can't be in front of your computer with your equipment instead open a help desk ticket. Please know that even if you call in and have equipment ready, we may refer you to printed instructions/checklists/etc. Sometimes it is more effective to have you follow written instructions freeing us to help someone who has an issue not covered by our documentation. We ask that you do these things not for us, but for your fellow decorators. The faster we can diagnose and fix any issue, the faster we can help the next person.
  2. We would like to apologize that we are slower than we like to be on tickets and phones today. Between late Saturday afternoon and this morning we received over 250 help desk tickets, and the phone is ringing non-stop. We have all hands on deck, but even so we are overwhelmed at the moment. The last time we were crushed like this was last year when a TV show promoted our products to the DIY crowd (I don't remember what channel). If you have seen something over the weekend with LOR products, let us know so we know who to blame! We are working as hard as we can to catch up.
  3. We just wanted to take a moment and wish all of you a Happy Thanksgiving! We are hopeful you have a successful start of this season! Please remember the LOR office is CLOSED tomorrow 11/22/2018. You should not expect replies to help desk tickets and the phones will be un-manned. We will reopen for normal hours on Friday 11/23/2018. Friday is our BUSIEST day of the year, so you should consider using the Help Desk system rather than call. We will be manning the phones 10A to 4PM EST (as always). If you do get through to us, we suggest that after we help you that you immediately go buy a lottery ticket! (Or maybe don't? Maybe you used up all your luck getting us on the phone?) Please please PLEASE remember to be safe during the season. Not only be safe around ladders and electricity, but be smart about Drinking and Driving as well. We don't want to loose any of you!
  4. How to NOT get great service: "I already have a sufficient license key that I DO NOT need to, or want to upgrade. The stupid offline registration does not work, nor does your technical support phone line.You have 1 hour to resolve this issue, lest I launch a major negative campaigner assault against your company on the WEB, and let people know that you DB new yorkers are nothing more than a bunch of big shiesters." Actual first ticket from this customer received 10 minutes ago (busiest week of the year). No description of what the issue is (other than something to do with a license key). Why would I WANT to help this person? Edit: While I suspect no one would WANT to help someone with that attitude, I did in fact reply to his ticket to get more information about what the actual issue is (the quote above was the ENTIRE ticket). I actually replied 4 times and waited the entire hour she gave us. I received no reply.
  5. Today we released version 4.4.2 of the Light-O-Rama Software Suite. This is an official production release, not a beta release. This release includes various bug fixes. How to check if your license covers this version To check whether or not your license covers this version, please go to the license retrieval page, and enter your email address (the one you purchased your license with). An email should then be sent to you with information about your license. The "Summary" section of the email will tell you whether or not your license covers the latest version. If the email says... Your license covers the latest version, 4.4.*. ... then your license already covers this version. You can use it without making any additional purchase. Please note, though, that your computer may not yet understand that your license covers this version, so when you install, it might tell you that you are running in Demo mode. In this case, simply reactivate your license (for example, via "Upgrade Light-O-Rama" on the Sequence Editor's "Help" menu), and your computer will then learn that your license is valid for this version. On the other hand, if the email instead says... Your license does not cover the latest version, 4.4.*. ... then your license does not cover this version. In that case, you have several options: Upgrading or Renewing Your License (1) You can continue using whatever version your license does cover (for example, perhaps your license covers version 4.1). (2) If you want to take this opportunity to increase your license level to take advantage of additional features, you can purchase a license level upgrade. This counts as a license renewal too - that is, your license will now work with this new version (and some future versions too). So, if you do this, there is no reason to also purchase a license renewal. (3) If you already own a Light-O-Rama license, but you do not currently own Light-O-Rama SuperStar, or if you want to upgrade SuperStar to a higher number of CCRs/channels, you could purchase or upgrade SuperStar. This also counts as a license renewal for the rest of the Light-O-Rama software suite, so if you do this, there is no reason to also purchase a license renewal. Please note that you must already own a license for the rest of the Light-O-Rama software suite in order to take this option. (4) If you do not want to purchase a license level upgrade or Light-O-Rama SuperStar, you can purchase a license renewal. Your license will now work with the new version (and some future versions too), at the same license level as it currently does. For example, if you have an Advanced license, it will remain an Advanced license, but it will now cover the new version of software. What's New in Version 4.4.2 Bug Fixes How To Get the Latest Version You can download the new version from the software download page. If that page lists a different version number as the latest version, please click your browser's refresh button. Thank You!
  6. Today we released production version 5.2.2 of the Light-O-Rama Software Suite. This is an official production release, not a beta release. S5 is the first software from Light-O-Rama that is designed from the ground up to work with mega-pixel displays. S5 can also be used for non-pixel displays, but you may wish to stay with S4 for this season as S5 is a big change. During this change over, we will continue to maintain BOTH S4 and S5. S5 fully integrates the Pixel Editor, Sequence Editor, and Visualizer into a single program and adds many enhancements to help you program large channel count stages. S5 uses a different methodology called 'Visual Sequencing' to create amazing sequences and has new automatic programming tools called 'Motion Effects' that will speed your sequencing. For more information on S5, please see the "Sequencer (Showtime 5)" section of our Tutorials and PDFs page on our main website. Help documentation has taken a large step forward, but is still not complete.. The latest S5 help can always be found online here: http://www1.lightorama.com/downloads/5.2.2/help/ We also will be creating S5 based tutorial videos in the near future. How to check if your license covers this version To check whether or not your license covers this version, please go to the license retrieval page, and enter your email address (the one you purchased your license with). An email should then be sent to you with information about your license. The "Summary" section of the email will tell you whether or not your license covers the latest version. If the email says... Your license covers the latest version, 5.2.*. ... then your license already covers this version. You can use it without making any additional purchase. Please note, though, that your computer may not yet understand that your license covers this version, so when you install, it might tell you that you are running in Demo mode. In this case, simply reactivate your license (for example, via "Upgrade Light-O-Rama" on the Sequence Editor's "Help" menu), and your computer will then learn that your license is valid for this version. On the other hand, if the email instead says... Your license does not cover the latest version, 5.2.*. ... then your license does not cover this version. In that case, you have several options: Upgrading or Renewing Your License (1) You can continue using whatever version your license does cover (for example, perhaps your license covers version 4.1). (2) If you want to take this opportunity to increase your license level to take advantage of additional features, you can purchase a license level upgrade. This counts as a license renewal too - that is, your license will now work with this new version (and some future versions too). So, if you do this, there is no reason to also purchase a license renewal. (3) If you already own a Light-O-Rama license, but you do not currently own Light-O-Rama SuperStar, or if you want to upgrade SuperStar to a higher number of CCRs/channels, you could purchase or upgrade SuperStar. This also counts as a license renewal for the rest of the Light-O-Rama software suite, so if you do this, there is no reason to also purchase a license renewal. Please note that you must already own a license for the rest of the Light-O-Rama software suite in order to take this option. (4) If you do not want to purchase a license level upgrade or Light-O-Rama SuperStar, you can purchase a license renewal. Your license will now work with the new version (and some future versions too), at the same license level as it currently does. For example, if you have an Advanced license, it will remain an Advanced license, but it will now cover the new version of software. What's New in Version 5.2.2 Documentation for S5 has been greatly improved, however there are still some rough edges and missing information. Please keep this in mind. Bug Fixes. How To Get the Latest Version You can download the new version from the software download page. If that page lists a different version number as the lastest version, please click your browser's refresh button. Thank You! Many thanks to the help and support all of our beta and release candidate testers gave us for the last year! Without you, S5 would not be what it is today!
  7. Time for a help desk ticket then. We can check your warranty and get you fixed up
  8. WOOOOO! Backups FOR THE WIN!
  9. Good thing is I have multiple backups for my data lost. Good thing is I have multiple backups for my data lost. Good thing is I have multiple backups for my data lost. Good thing is I have multiple backups for my data lost. Good thing is I have multiple backups for my data lost. Good thing is I have multiple backups for my data lost. Good thing is I have multiple backups for my data lost.
  10. Inspecting your equipment is an integral part of any safe installation Ensuring all safety systems (which for us are mainly fuses and GFCIs) are working properly is a MUST. Safety can be maximized and faults minimized by treating both as chains: Place as many links as you can into safety-- in turn they break the links that cause faults. An accident is an accident only if you tried to prevent it before it occurs. Otherwise it's an ON PURPOSE. You don't want those.
  11. The Verifier has not been updated for S5, so I would not rely on it. Verifier would not help you diagnose networking issues. It would only help if you had problems starting one of our programs or having one of those programs crashing.
  12. I think you need to check your own computer. I don't see ANY pop ups on their site. I do see where he may have incorrectly installed a template which takes you off his site. Darryl is not a computer person, so please give him a little slack if you do find things that don't work. They are great people and like us are swamped at this time of year.
  13. I can't wait to see all you non-Floridians wilt in the FL summer heat Being the food-meister of Expo (that's right. I claimed the title) there are 2 things you need to eat while in FL. One is Stone Crab, but that is going to be OUT OF SEASON when you get here. The other is Cuban food. You should be able to find a Cuban Sandwich just about anywhere, but take the time to track one down from a REAL Cuban place. The same holds true for a Medianoche. You could head about 4-5 hours south to Miami, or you can have the TRUE experience 2 hours west in Tampa/Ybor City (for those that don't know Tampa and Miami have a friendly rivalry going on about the Cuban Sandwich. BOTH are delicious!) Want a sandwich that's not Cuban? You want a Pub Sub. Pub here does not mean bar, but Publix - the grocery store chain here in FL. The Pub Sub was rated NUMBER 1 sandwich in the country! https://www.thrillist.com/eat/nation/florida-publix-deli-subs# If you come over to the west side, you can do the 'Sunrise Sunset' FL tour - Get up early enough to watch the sunrise on the Atlantic, drive over to the west coast (where we have the BEST beaches. FEH Daytona!), and watch the sunset over the Gulf of Mexico. Tampa is also home to one of the best steakhouses in all of the USA- Bern's. Orlando is only going to be about 1 hour west of there. Since it's an international destination, you can find many different cuisines there. But be warned: it's tourist country which means a LOT of it is mediocre at best. I've had more disappointing meals in Orlando than I have had anywhere else. I occasionally find a gem, but they are few and far between. Speaking of Orlando - if you are flying in to the Expo, check prices flying into there as well as the smaller airports on the coast. Orlando is VERY competitive (and HUUUUGE), so you may save a few dollars for an hour drive. You can check other airports as well if you don't mind a little longer (2+ hour) drive. Tampa, Ft Lauderdale/Miami (Ft Lauderdale is usually cheaper than Miami), and Jacksonville. Speaking of Driving - FL doesn't have an out-of-the-ordinary number of toll roads for a state, BUT we DO like to place them around tourist areas (Like Orlando, Daytona, etc). The tourist ones are usually pretty expensive too (we don't have an income tax, so we have to make money some how!) Also, most of our toll roads are now cashless. Be aware of the OUTRAGEOUS fees that are going to be charged by your car rental company for toll roads. Unless stated, EZ-Pass does NOT work in FL (we are the south, we are backwards). You'll need SunPass. Consider purchasing one before getting here (the sticker is only $5 + tolls) With the exception of the Panhandle and the outer keys (like Key West), you are within about a 4 hour drive to any of the major destinations in FL. Key West is 7 hours, so you may want to spend the night there. Miami is only 4, Everglades 4.5, West Palm/Ft Lauderdale 3, Clearwater 3, Tampa 2.5, St. Augustine 1. If you are an Amusement Park kind of person, obviously Orlando. But don't forget Tampa has Busch Gardens. And good food. And me.
  14. That sounds like (currently) expected behavior if you have no LOR registration information in your registry and you run Hub before you run any other program (which correctly registers and installs the rest of the software). As of right now Hub does not call LOR Post on initial run. Hub does however however require that it was run at least once. So, You can uninstall and registry wipe and re-install 4.4.0. This time however, run Sequence Editor FIRST. Register your software. THEN open Hub. In a future release of Hub, it will start also calling LOR Post.
  15. Today we released production version 5.2.0 of the Light-O-Rama Software Suite. This is an official production release, not a beta release. S5 is the first software from Light-O-Rama that is designed from the ground up to work with mega-pixel displays. S5 can also be used for non-pixel displays, but you may wish to stay with S4 for this season as S5 is a big change. During this change over, we will continue to maintain BOTH S4 and S5. S5 fully integrates the Pixel Editor, Sequence Editor, and Visualizer into a single program and adds many enhancements to help you program large channel count stages. S5 uses a different methodology called 'Visual Sequencing' to create amazing sequences and has new automatic programming tools called 'Motion Effects' that will speed your sequencing. For more information on S5, please see the "Sequencer (Showtime 5)" section of our Tutorials and PDFs page on our main website. Help documentation is not yet complete for this version, however we expect to release it shortly. The latest S5 help can always be found online here: http://www1.lightorama.com/downloads/5.2.0/help/ We also will be creating S5 based tutorial videos in the near future. How to check if your license covers this version To check whether or not your license covers this version, please go to the license retrieval page, and enter your email address (the one you purchased your license with). An email should then be sent to you with information about your license. The "Summary" section of the email will tell you whether or not your license covers the latest version. If the email says... Your license covers the latest version, 5.2.*. ... then your license already covers this version. You can use it without making any additional purchase. Please note, though, that your computer may not yet understand that your license covers this version, so when you install, it might tell you that you are running in Demo mode. In this case, simply reactivate your license (for example, via "Upgrade Light-O-Rama" on the Sequence Editor's "Help" menu), and your computer will then learn that your license is valid for this version. On the other hand, if the email instead says... Your license does not cover the latest version, 5.2.*. ... then your license does not cover this version. In that case, you have several options: Upgrading or Renewing Your License (1) You can continue using whatever version your license does cover (for example, perhaps your license covers version 4.1). (2) If you want to take this opportunity to increase your license level to take advantage of additional features, you can purchase a license level upgrade. This counts as a license renewal too - that is, your license will now work with this new version (and some future versions too). So, if you do this, there is no reason to also purchase a license renewal. (3) If you already own a Light-O-Rama license, but you do not currently own Light-O-Rama SuperStar, or if you want to upgrade SuperStar to a higher number of CCRs/channels, you could purchase or upgrade SuperStar. This also counts as a license renewal for the rest of the Light-O-Rama software suite, so if you do this, there is no reason to also purchase a license renewal. Please note that you must already own a license for the rest of the Light-O-Rama software suite in order to take this option. (4) If you do not want to purchase a license level upgrade or Light-O-Rama SuperStar, you can purchase a license renewal. Your license will now work with the new version (and some future versions too), at the same license level as it currently does. For example, if you have an Advanced license, it will remain an Advanced license, but it will now cover the new version of software. What's New in Version 5.2.0 Documentation for S5 has been greatly improved, however there are still some rough edges and missing information. Please keep this in mind. Light-O-Rama Hub (or just Hub for short) is the new location in the LOR Software for all things Show Related. LOR Hub will eventually take over all functions of the LOR Show Player, LOR Show Scheduler, Simple Show Builder, and SD Card creation - both simple and advanced. Hub also enables our new 'MotionPak' technology. When purchasing sequences from the LOR Sequence Store, you'll also be able to purchase optional additional programming for things like Singing Faces, Pixel Trees, and a host of other LOR Created props. LORHub will then combine the MotionPak with your sequence to automatically customize it. Many Bug Fixes. How To Get the Latest Version You can download the new version from the software download page. If that page lists a different version number as the lastest version, please click your browser's refresh button. Thank You! Many thanks to the help and support all of our beta and release candidate testers gave us for the last year! Without you, S5 would not be what it is today!
  16. The limit we recommend is 2000-2400 pixels per network for AVERAGE sequences at 500K ELOR. That is 6000-7000 channels per network. The G3MP3 has 2 networks so you could split things up onto Net 1 and Net 2. Please note we say AVERAGE sequence. Slow sequences can drive MORE channels, fast sequences drive LESS. You didn't sell something to someone before you tested it and ensured it would work, did you?
  17. Zombie topic, but since you brought it up.... It wasn't the speed, it was the mfg. There are only a few mfgs of SD cards, so it is quite possible your Lexar card was actually made by SanDisk. It is also possible that sometimes another mfgs card will work, because it was actually mfg by Kingston. SanDisk makes an excellent product, they just can't figure out why it won't work with our MP3 directors.
  18. Today we released version 4.4.0 of the Light-O-Rama Software Suite. This is an official production release, not a beta release. This release includes the new LOR Hub application, and has various bug fixes. How to check if your license covers this version To check whether or not your license covers this version, please go to the license retrieval page, and enter your email address (the one you purchased your license with). An email should then be sent to you with information about your license. The "Summary" section of the email will tell you whether or not your license covers the latest version. If the email says... Your license covers the latest version, 4.4.*. ... then your license already covers this version. You can use it without making any additional purchase. Please note, though, that your computer may not yet understand that your license covers this version, so when you install, it might tell you that you are running in Demo mode. In this case, simply reactivate your license (for example, via "Upgrade Light-O-Rama" on the Sequence Editor's "Help" menu), and your computer will then learn that your license is valid for this version. On the other hand, if the email instead says... Your license does not cover the latest version, 4.4.*. ... then your license does not cover this version. In that case, you have several options: Upgrading or Renewing Your License (1) You can continue using whatever version your license does cover (for example, perhaps your license covers version 4.1). (2) If you want to take this opportunity to increase your license level to take advantage of additional features, you can purchase a license level upgrade. This counts as a license renewal too - that is, your license will now work with this new version (and some future versions too). So, if you do this, there is no reason to also purchase a license renewal. (3) If you already own a Light-O-Rama license, but you do not currently own Light-O-Rama SuperStar, or if you want to upgrade SuperStar to a higher number of CCRs/channels, you could purchase or upgrade SuperStar. This also counts as a license renewal for the rest of the Light-O-Rama software suite, so if you do this, there is no reason to also purchase a license renewal. Please note that you must already own a license for the rest of the Light-O-Rama software suite in order to take this option. (4) If you do not want to purchase a license level upgrade or Light-O-Rama SuperStar, you can purchase a license renewal. Your license will now work with the new version (and some future versions too), at the same license level as it currently does. For example, if you have an Advanced license, it will remain an Advanced license, but it will now cover the new version of software. What's New in Version 4.4.0 Light-O-Rama Hub (or just Hub for short) is the new location in the LOR Software for all things Show Related. LOR Hub will eventually take over all functions of the LOR Show Player, LOR Show Scheduler, Simple Show Builder, and SD Card creation - both simple and advanced. Hub also enables our new 'MotionPak' technology. When purchasing sequences from the LOR Sequence Store, you'll also be able to purchase optional additional programming for things like Singing Faces, Pixel Trees, and a host of other LOR Created props. LORHub will then combine the MotionPak with your sequence to automatically customize it. How To Get the Latest Version You can download the new version from the software download page. If that page lists a different version number as the latest version, please click your browser's refresh button. Thank You!
  19. The One Hit Wonder This is something you probably NEVER want to be called by us. The one hit wonder is the person who comes to a public forum, like these or Facebook or some other social website, and posts their absolute disgust with us. They like to spout off that we are the worst thing to ever exist. And then never come back. Generally the one hit wonder is someone who thinks they are so important that everything must be done their way at that moment, or it's "The Worst Customer Service EVER!". You may be able to get away with that with some big anonymous company, but not around here. We know we have great customer service and we strive to give great customer service. Around here I will take the time to find out exactly what happened and simply post the facts about what happened. I won't call you names, or imply that you kill babies (like I am accused of daily during season). I'll simply post the facts and let OTHERS decide for themselves who is being unreasonable. On the other hand: We do sometimes fall short. We may not be meeting your expectations. We will take our lumps when they are deserved and will do our best to make things right. However there is one class of customer who no matter what you offer is never satisfied.... You can't save them all... Please bear with me as I need to set up an example. Because we do have great customer service (or at least strive to have great customer service), we tend to get a lot of calls and tickets for stuff that is not ours. I'm pretty sure I've said this before, but we really can't help too much with another companies controllers or sequencing or whatever. We intentionally don't get involved with other companies products - after all support costs money, and we would have made $0 on a sale. So recently, we had an interaction with a customer who purchased a sequence from someone other than us that would not work with a pixel tree. More correctly, this sequence was programmed in a way that is not how her pixel tree is set up. I let her know that since it was not our sequence, she needed to contact the source and have them change it, or that she would need to physically set up the tree so it matched how it was sequenced - there is nothing we can do (which is true). She went into argument mode and I did what I always do in these situations - immediately transfer the ticket to Dan the owner. Dan has the power (since he has the dollars), to do whatever it is he wants to do for the customer. Dan (as always) bent over backwards to try to help this person. He also explained the issue but more importantly also told the person we would correct it for her by hand if needed (again, even though it was not our sequence). All of us offered up suggestions, none of which were optimal and so we offered to do the work by hand (a time consuming task). She said we were never going to resolve the problem and she was moving on. The problem is that this person had obviously decided she no longer wanted to work with us long before she even opened the ticket. No matter what we would have done for her, it would never be enough simply because her mind was made up to move on. We understand if you want to move to another product/supplier/etc, but it does not make any sense to burn your bridge with us. We also said (repeatedly) that we would make an exception and make things work regardless of where she made her purchase. Not enough. You can't save them all....
  20. Of course, the best way to get MP3's is to legally purchase them from places like Amazon or ITunes. They are only around $1.30 or so each.
  21. and another just today (again, no need to out yourself if you are a member here): "Please correct this issue ASAP as I need my items that I ordered for a project that I am building. There are now 20 days until Thanksgiving when I turn my lights on and those 2 pieces are crucial. " Customer placed an order and we screwed up the shipping labels. We probably sent his items to someone else, and he got the other persons stuff. Totally our fault, and we will go well beyond our normal procedures to get this fixed. But the fact remains that something unexpected occurred that will wipe at least several days off this persons schedule.
  22. Please, the objective of this post is not to pile on or make fun of those people. Our objective is to let everyone know that ultimately you are the one in control of your own success. That only you can put a value on the risk of having something go wrong, and have plans in place to mitigate that risk. Take for example a controller that dies. For some people the cost of that happening is tiny - "Oh Well, I guess the Mega Tree doesn't run". For others, this is catastrophic - "I have the mayor coming today and everything absolutely MUST be perfect!!". The first guy could wait a few days for a new controller. The second guy should have a backup controller ON HAND. We will try our best to help, just as we do every day for every customer, but ultimately it's your date and your risk.
  23. Just got a second one. I'll post the last line of the ticket (FYI: This person may or may not be a member here in the forums. If you don't want to out yourself, don't) "I would appreciate a quick response since I'm in a major competition in the next two days and I'm currently stuck with no show. Thanks!" Now remember, we close at 4, and we got this ticket just now. That's going to knock another day off. The issues are PE related and unfortunately Matt is out of town right now on family business. The chances of us being able to solve the issues within a day are not good. Again we want to stress that if you have something coming up that is important, like a competition, you should have tested everything and had everything working WELL before the date. We will (as always) do what we can, and we sympathize with your stress. It may turn out to be our fault completely. But ultimately you are responsible for your own success. Please set yourself up for success by testing and being ready early. Two days before is not early.
  24. It's always based on the version you are currently on (or whatever). It's a time line. 1 2 3 4 5 If you were on the most recent S5, nothing can be in front of you. S4 (and 1,2,3) is behind you. S4 runs in S5, so "S5 is backwards compatible to S4". If you were on the most recent S4, what is in front of you is S5, and what is behind you is S3 (and 1 and 2). S3 runs in S4, so "S4 is backwards compatible to S3". S4 however knows nothing about S5 (since it's 'from the future'). That means "S4 is not FORWARD compatible with S5".
  25. No. We are backwards compatible, almost never forward. You can use S4 sequences in a computer running S5 show player. You probably can not (and even if you could we would not recommend) running a show created in S5 on an S4 show player.
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